Service Delivery Manager

3 days ago

Brampton, Canada N2P Systems Inc Full time

**Job Summary**

We are looking for a highly experienced Service Delivery Manager (SDM) with strong domain expertise in Maestro and Wireline telecom services. The SDM will be responsible for leading solution delivery, conducting JAD sessions, preparing High-Level Design (HLD) documents, and ensuring successful delivery in alignment with client expectations and TCS standards.

This role is ideal for professionals with a strong background in telecom OSS/BSS platforms, who are skilled in solutioning, client engagement, and delivery governance.

**Key Responsibilities**
- Lead end-to-end solution delivery and service management for projects involving Maestro and Wireline domain.
- Conduct Joint Application Development (JAD) sessions with business users, architects, and development teams to gather and finalize requirements.
- Prepare detailed and accurate High-Level Design (HLD) documents in alignment with business and technical requirements.
- Manage coordination between cross-functional teams for solution alignment and successful implementation.
- Ensure high-quality service delivery within defined SLAs and governance frameworks.
- Proactively identify and mitigate project risks, resolve escalations, and drive issue resolution.
- Collaborate with stakeholders to enhance delivery processes, identify improvement opportunities, and ensure customer satisfaction.
- Ensure all change and incident management activities comply with ITIL or client-defined processes.
- Manage documentation, reporting, and client communications throughout the project lifecycle.

**Required Skills and Qualifications**
- 10-14 years of overall experience in IT and Telecom service delivery
- Minimum 3-5 years of experience in Maestro and Wireline domain projects
- Strong understanding of _Wireline provisioning_, order management, and integration with OSS/BSS systems
- Proven experience preparing _HLD and participating in solution architecture _design
- Hands-on experience conducting _JAD sessions_ with business and technical teams
- Ability to manage delivery across onsite-offshore models
- Strong interpersonal, communication, and leadership skills
- Experience using ITIL, Agile, or Waterfall delivery methodologies

**Preferred Skills**
- Experience working with North American telecom clients
- Familiarity with Oracle-based OSS/BSS tools
- Understanding of integration points between Maestro and surrounding systems
- Certifications such as PMP, ITIL, or TM Forum-based frameworks

**Job Type**: Contract

Pay: $60.00 per hour

Expected hours: 40 per week

Application question(s):

- how many years of hands on experience do you have conducting JAD sessions with business and technical teams?

**Experience**:

- Maestro and Wireline domain: 3 years (required)

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